The Platform Advantage: How Sprinklr Is Redefining CCaaS for the Next Era of CX

The cloud contact-center market is crowded, and CX leaders are struggling to spot real differentiation. In this interview, Sprinklr’s VP of Product Management explains how a platform-led approach is redefining customer experience by uniting contact center, conversational AI, voice of the customer, and social CX into one unified system.

With global enterprises like BT, Deutsche Telekom, and EE already seeing results, the discussion explores how hybrid human-AI teams, composable experience design, and data-driven automation are shaping the contact center of 2026 — and how a unified CX platform can future-proof operations and drive measurable business value.

In this CX Today interview, Rob Scott sits down with Shrenik Jain, VP of Product Management for CCaaS at Sprinklr, to explore what’s next for contact centers and how Sprinklr is taking a platform-first approach to transform customer experience.

Jain explains why Sprinklr didn’t follow the legacy voice-first route, how unification enables smarter AI, and what the shift from assistant AI to agentic AI means for tomorrow’s CX workforce. If you're rethinking your contact center strategy for 2026, this one’s worth a watch.

📌 KEY DISCUSION POINTS:

• The real reason CCaaS is saturated: Why traditional cloud migration is no longer enough, and what customers now expect.
• Connected intelligence over channel sprawl: How Sprinklr integrates social, voice, messaging, and AI into a single platform.
• The rise of agentic AI: What moving from reactive assistants to autonomous agents means for skills, roles, and workforce planning.
• Actionable insights, not just dashboards: How AI is shifting from descriptive to prescriptive, and even autonomous decision-making.

✅ NEXT STEPS:

• To explore Sprinklr’s unified CXM platform and how it enables smarter, scalable, AI-powered customer engagement, visit sprinklr.com
• For more thought leadership and insights, head to cxtoday.com